Frequently Asked Questions
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Why are you doing this work?
Some of the water mains in your area are very old and worn out iron pipes, which are prone to leakage and bursts. We are replacing them with new plastic pipes so that we can provide you with a reliable supply of high quality drinking water and lessen unnecessary disruption to your community.
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Why do you need to interrupt the water supply during this work?
Depending on the technique used to replace the water mains, it is necessary to disconnect water supplies for anything from a few minutes to a maximum of 12 hours.
These interruptions allow us to disconnect the old mains and re-connect customers' water supply via the new pipes. They also allow us to flush out the new pipes to ensure they are clean and hygienic.
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How long will I be without water?
We always try to minimise any disruption but you could be without water for up to 12 hours, depending on the method of mains renewal used. We will notify you at least 48 hours before your water supply is turned off and will give you an estimation of the interruption time period.
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How long will it take before my water is drinkable?
Once your water has been restored, we will advise you to boil any water that is to be consumed. Once we have confirmed that the water supply is satisfactory, we will inform you that the water can be used normally again. Your water may have a cloudy appearance because of air in the water system, but this should disappear after a short time and is totally harmless.
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I am elderly, disabled or have special requirements and I require a water supply.
If you notify us, we can arrange a temporary supply or make other arrangements. Please complete and return the Special Care Services card as soon as possible so we can make arrangements with you.
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How long will the work take?
We always try to minimise any inconvenience, but the length of time excavation holes are open will depend on the nature of the work. All excavations are covered to allow traffic to pass or made safe with a barrier.
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Why are there so many holes and why does there appear to be no-one working on them?
The nature of the work means that it is necessary for us to dig holes in the road. The schemes can cover fairly large areas and sometimes our teams will need to work in other areas on the same scheme whilst some holes remain open.
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Why do you sometimes have to lay the mains in the middle of the street?
We always aim to choose the least disruptive route for the new main - usually in the verge or footpath - but this is not always possible. The route is often dictated by existing services in the ground or other restrictions preventing us from laying the main in the verge or footpath. We sometimes find that, over the years, other services utility services have been laid too close to (and in some cases on top of) the water pipes. For safety reasons, our mains have to be positioned away from these services. There are also cases where the streets have been widened and the water mains are now situated in the middle of the street. |
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Why can't you share trenches with other services? Wouldn't this save space?
After any work, the ground is returned as far as possible to its original condition. Grass verges are seeded and pavements and kerbstones are replaced. The Street Authority agrees the reinstatement and monitors the work throughout. |
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Some residents have reported water running down the street. Why is this?
We need to chlorinate and flush out the new mains as part of our water quality process. Customers may see some excess water running down the street while this is being done. This can sometimes be seen as a waste of water but it is an essential part of our water quality procedure to ensure that our product if safe for consumption. |
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What is the worst I can expect?
We have to work where our pipes and mains are located. This can be in front of a property, in a pavement, on the side of the road or in the middle of a dual carriageway. We always try to minimise any disruption and work with the Local Authority and Police. We also liaise with the local council and other utility companies to co-ordinate our work.
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We may also have to replace the individual pipe that leads from the water main to your stopcock. This involves an excavation outside your home.
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Will the work affect my plumbing?
Provided you follow the instructions given in this leaflet when the water supply is turned off, you should not experience any problems. However, occasionally problems such as airlocks can prevent the full restoration of your water supply. If you experience any problems, please call our Customer Call Centre.
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Do you restore pavements, grass verges, etc?
After any work, the ground is returned as far as possible to its original condition. Grass verges are seeded and pavements and kerbstones are replaced. The Street Authority agrees the reinstatement and monitors the work throughout.
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What hours do you work?
Our usual work hours are 7.30am to 5.30pm Monday to Saturday. However we may need to work outside of these times if necessary. This may sometimes include working on Sundays.
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Why is there water running down the road?
When we have undertaken this work, it is necessary for us to cleanse the new pipes by flushing them with fresh water to ensure the quality of our drinking water continues to be of the highest standard. This can appear like a burst water main as you may see water running down the road, please be assured that the amount of water used for flushing is carefully calculated to prevent waste.
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Will anyone need to enter my home?
Representatives of Three Valleys Water may call on you during this work, it is highly unlikely that they will need access to your property. If anyone comes to your door and claims to be from the 'water company', please remember:
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All our staff wear a uniform and carry identity cards |
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Keep the door chain on while you check their identity |
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If in doubt, call us on 0845 782 3333 |
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If you are suspicious, dial 999 immediately |
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